My client can't log in to my white-label dashboard: how to fix it
Updated
Quick answer
Most of the time, the client hasn't accepted the invitation yet or is signing in at the wrong address. Check their status in Meus clientes (My clients): if it says Convite pendente, use Send access link; if Bloqueado, reactivate them. Always send the access link from the Overview, which opens your brand's login page.
When a client says they can't sign in, the cause is almost always the invitation, the address or the account status. Work through the causes below in order, from most to least common. Console labels are in Portuguese, with a translation in parentheses.
1. The client hasn't accepted the invitation
In Meus clientes (My clients), check the client's Status. Convite pendente (Invitation pending) means they've never signed in. The invitation email may have landed in spam or been lost.
What to do: open the client's record (or the row's action menu) and click Enviar link de acesso (Send access link). They get an email with a link to create a password. Ask them to check their spam folder too.
2. They're signing in at the wrong address
If your brand has its own address, clients must sign in there, not at the LUME Hub address. Your brand's address is what shows your login page.
What to do: on the Overview, copy your clients' access link (or use Copiar link, Copy link, on their record) and send it to the client. The link ends in /login and opens your brand's sign-in page.
3. Their access is blocked
A client with the Bloqueado (Blocked) status can't sign in until you reactivate them.
What to do: on the client's record, click Reativar (Reactivate), or Reativar acesso on the Perfil tab. If your plan is at its active-client limit, reactivation depends on a free slot.
4. They forgot their password
What to do: use Enviar link de acesso so they can create a new password. Or set one yourself under Gerenciar › Perfil › Definir senha (Manage › Profile › Set password), with at least 8 characters, and share it through a secure channel.
5. The sign-in email is wrong
A typo during sign-up sends the invitation to a different address.
What to do: on the record's Perfil tab, use Trocar e-mail (Change email) to fix the sign-in email, then send the access link again.
6. The email already had a LUME Hub account
If the client already had an account with that email, sign-up warns that linking it requires an invitation the person accepts themselves, to protect their account. Talk to the client and, if needed, add them with a different email.
7. Your brand's address doesn't load yet
Right after a custom domain is set up, DNS can take a while to propagate. See how to use a custom domain for your client dashboard.
If none of this works, contact the LUME team. To review the setup, see how to add a client and how to manage client access and modules.
Frequently asked questions
What does Convite pendente mean?
It means invitation pending: the client has never signed in. They show that way in the list and count under pending invitations on the Overview until their first sign-in.
Does Send access link change the client's password?
It emails the client a link to create a password. The password only changes when the client opens the link and sets a new one.
I reactivated the client and they still can't sign in. Why?
Check that your plan still has a free slot and that they're using the right email. If they forgot the password, send the access link again from their record.
Can I set the password for my client?
Yes. Under Gerenciar › Perfil (Manage › Profile), use Definir senha (Set password). Share it through a secure channel, because it isn't shown again.
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